Reporting Pay Problems 

Background: Employees, managers, Payroll Center of Excellence (Payroll CoE), timekeepers, and H

Personnel need to know how to report a pay problem, and the expected timeframes established for resproblems. The following table is provided to clarify the process. 

**If in doubt about where to report the problem, the employee should contact the Payroll Center 

(Payroll CoE). They can be contacted on (866) 633-3187 or (800) 421-1827. 

Situation Employee Action Required Expected Resolutio

1. Question or issue with: deductions, addresses, allotments (e.g. savings bonds, direct deposit, tax withholding) or travel payments. 

*This does not include 

such items as charity, garnishments, union or other organizational dues. For these changes, contact your PCE. 

Employee uses myPay (https://myPay.dfas.mil) to confirm the 

information. All employee-elected information can also be changed. Travel payments cannot be changed, but can be reviewed. Note: Employee should write down the effective date that myPay advises the change will take effect. 

myPay is updated each niThursday of the pay periodbe reflected in the next pathe effective date of the chupdates to myPay during tpay period may be effectivpay period or the one befowhen the update reaches automated system. EmplomyPay should contact theCoE for process and verifi

2. Questions on timekeeping issues (leave, overtime, compensatory time). 

Employee reports the issue to the supervisor and timekeeper. Supervisor works with the timekeeper to confirm appropriate entries for the timekeeping automated system. PCE assists with issues that cannot be resolved by the timekeeper. 

Once a decision is made oinformation and the Payrothe adjustment, the changbe reflected in the next painvolvement is necessary take longer. The Payroll Cemployee advised of the sresolved. 
3. Questions on benefits 

(Thrift Savings Plan, Federal Health Benefits Program,) or Retirement actions. 

Employee reports the issue(s) to the Defense Logistics Agency Benefits Section (telephone numbers, email and websites are listed below) based on appropriate Benefits Office (DHRC-C or DHRC-N). Defense Logistics Agency, Human Resource Center-Columbus (DHRC-C): 

Toll free 1-877-352-4762 prompt 1 Comm. 1-614-692-0204 Email (CSOCCovered@hr.dla.mil). 

Website http://www.hr.dla.mil/cntctus.htm

Defense Logistics Agency, Human Resource Center-New Cumberland (DHRC-N):

Toll free 1-888-352-3373 Comm. 1-717-770-6112 Website http://www.hr.dla.mil/cntctus.htm

The Benefits Speand resolves the an appropriate prwithin two workdaa) If the problem Finance Accountiintervention, the ASystem (ARS) ReDFAS will be useproblem. DFAS prespond to the ticHowever, resolutdepend on the typARS Remedy sysBenefits Specialistimeframe for resb) If the problem intervention, the HCenter will researformulate a resoluweeks of receipt of the issues. The reflected in the pathe resolution of t
4. Questions on personnel 

issues not already listed above (e.g. Within-grade increase not received; award not received). 

Employee reports the issue to the supervisor and administrative office who will forward it to the appropriate personnel office, if necessary. 

The Customer Seresearches and reor initiates an Actto the Quality Perworkdays of recePerson will reseaformulate a resoluweeks of receipt of the issues. If Drequired, another required for a resframe for resolutiotype of issue and the Quality PersoARS Remedy tickchanges will be repaycheck that folthe problem. 

5. Questions on charity, garnishments, union or other organizational dues. 

Employee reports the issue to the PCE. The PCE researches the question. 

Once a dethe proper appropriatis updatedbe reflecteperiod. 

6. Questions on the cause of a debt. 

If the Leave and Earnings Statement (LES) indicates the cause was “Time and Attendance”, the employee reports the 

issue to the timekeeper or PCE. If the Leave and Earnings Statement indicates that the cause 

was “Personnel”; the employee reports the issue to the 

servicing Customer Service Team. 

The timekCustomer research twithin five Response the action research. 
7. Questions on the 

payment schedule or the breakout of the amount of the debt. 

Employee contacts the Debt team at the servicing payroll 

office (the debt letter or the Leave and Earnings Statement declaring the debt amount will provide the appropriate phone number). 

DFAS-Charleston Debt team— 

 Phone 1 800 PAY DCPS 

DFAS-Denver Debt Team—  Phone: 1-800-538-9043 (option 1)  E-mail: DCPS-DE-DEBTS@DFAS.MIL 

DFAS-Pensacola Debt team— 

 Phone (850) 473-6402 

 DSN 753-6402 

 Toll Free 1-800-3376792 

 E-mail: DPE-DEBTS@dfas.mil 

The DFAS servicing prespond wResponse the action research aother agen